| 摘要 |
<P>PROBLEM TO BE SOLVED: To distribute an incoming call from a customer to the telephone of an optimal operator depending on a customer type. <P>SOLUTION: An incoming call distribution device comprises: a communication unit 53 which performs communication with a private branch exchange 3; a database 52A which has stored in advance operator allocation data (response guide table 62a) defining an optimal operator type for each customer type and operator classification data (operator classification table 62b) defining each operator type; and an operator allocation execution unit 51c which identifies an optimal operator type depending on a customer type based on the operator allocation data when there has been a call from a customer, and extracts an optimal operator who is available and belongs to the identified operator type based on the operator classification data, and instructs the private branch exchange to distribute the incoming call from the customer to the telephone of the available optimal operator. <P>COPYRIGHT: (C)2012,JPO&INPIT |
